Fresh from their Retailer of the Year victory at the annual DIY Week Awards, we spoke to Stax Trade Centres customer, Broad Street DIY:

What do you think tipped the scales for you to win Retailer of the Year? Did you do anything differently?

We always try to come up with new ideas to engage our customers, for example, in 2015 we started our ladies’ nights and held 2 more in 2016. The idea was that ladies could come in and get practical advice from professionals and learn how to do various things, like changing door handles for example. We’ve had electrician’s in, plumbers and more all on hand for advice. The first 30 ladies left with a goody bag too. We also held a tool recycling scheme for a local charity which was very successful with around 3,000 tools given to NewStarts for people in need.

Who are the key people in your business?

We’re a family business made up of Boss, Tony Warren and Directors Paul Warren, Brian Warren and Hayley Warren and myself (Lisa Childs).

What advice would you give to other independent retailers in today’s market?

Customer service, it’s all about customer service. It’s important to always ensure you’re treating your customers well if you want to see them return and continue to give you their business. I’d also say thinking outside the box and trying new things can really help independents to compete.

How do you market your business?

Lots of ways, we do regular advertisements in various places, social media, local outdoor advertising. We also sponsor our local football club, Bromsgrove Sporting FC, who just got through to the Semi Finals of the FA Vase!

Do you stock any Stax own brands?

Yes, we stock the Supa, Ambassador and Picardy ranges and have done for a while now.

How often do you shop at Stax?

We get two deliveries per week and we try to go in branch regularly to see what’s new and have a look around, when we have time that is!

Do you take advantage of any of the support on offer from Stax?

We do the rebate and 4 of the Supavalue deals per year which we’ve found quite useful.

What’s next for Broad Street DIY?

We’re in the process of installing the Till2Till computerised system which is helping to make things quicker and more efficient. We’ve also started with a new trade card system which is helping us to collect more data on our customers. In general, we’re trying to use more technology to help drive the business forward.